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Re-starting your business
guidance for hotels and guest houses

With ongoing Covid restrictions across the UK your business may have needed to change the way it operates or even been closed for extended periods of time.
Further to the 10 things to consider when re-starting your business, there is specific guidance for owners of hotels and guest houses.

Specific Covid-19 considerations will very much depend on the range of facilities and activities provided, but may include those listed on this page. Our other trade sector guidance may also be relevant to your business, particularly public houses, cafés and restaurants and leisure facilities.
  • Observe and enforce Covid-19 restrictions in line with government regulations and guidance, with reference to employees, guests, appointed contractors and other visitors potentially impacted by your activities 
  • Review existing risk assessments, safe systems of work and working procedures to ensure these remain relevant to the operation of your business. Where your business operations or activities have changed, complete new risk assessments and share results and actions with employees (including any temporary and agency personnel) and appointed contractors
  • Review fire, security, general premises safety (including management of slip, trip and fall risks), people safety and well-being, IT and cyber security, and Covid-19 specific precautions, implementing changes and / or enhancements where necessary
  • Establish procedures and safe systems of work specific to machinery interventions such as cleaning, servicing, maintenance and repair
  • Undertake a thorough inspection of your site, liaising with appointed contractors as appropriate. This should include all buildings, interior and exterior communal areas and plant and equipment. Identify and correct any unsafe or abnormal conditions. Our kitchen fire safety and legionella bacteria pages and equipment checklist may assist you. The HSE have released specific guidance on legionella risks.
  • Provide cleaning stations at entrance and exit points and other strategic locations within communal areas and anti-viral disinfectant wipes in all guest rooms, wherever possible
  • Ensure there are appropriate arrangements for cleaning, disinfection and sanitisation of guests bedrooms prior to new guests taking over the room with a focus on regular touchpoints such as door handles, electrical switches, TV remote, etc.
  • Ensure there are appropriate arrangements for cleaning, disinfection and sanitisation of any accessibility equipment (wheelchairs for example).
cleaning surface with spray
  • Reassess the layout of external and internal areas and maximum occupancy levels to ensure that social distancing guidance can be met.
  • Review terms and conditions for booking, and where necessary, restrict the access or number of people on site. Only permit access to guests and other visitors that have pre-booked
  • Provide pre-determined staggered check-in and check-out time slots
  • Encourage contactless check-in/check-out and payment wherever possible and provide keyless/ contactless access to rooms
  • Consider opening restaurants only for guests who have pre-booked, and not offering buffets (breakfast buffets for example)
  • Consider using social distancing coordinators in car park areas and near entry points to control the numbers entering the premises at any one time. In some circumstances it may be appropriate for coordinators to include SIA registered personnel
  • Encourage guests and visitors to wear face coverings (other than children under the age of 3 and anyone with a pre-existing condition that would render the use of a face covering inappropriate or not safe)
  • Provide appropriately marked one-way systems in car parks and communal areas to help maintain social distancing
  • Limit numbers (to one at a time) using lifts and consider limiting access to customer toilets and welfare facilities
  • Remove promotional stands, children’s play equipment, vending machines and plants from communal areas, keeping communal pedestrian routes as clear as possible to assist with social distancing.


someone stood on 2m sign
  • Ensure careful and clear communication with suppliers regarding goods-in delivery arrangements and consider the  possibility of non-contact goods-in deliveries
  • Limit those involved in loading and unloading, and where more than one person is needed, using the same pairs of people. Encourage drivers to stay in their vehicles where this doesn’t compromise their safety and existing safe working practice.
delivery man with boxes and van
  • Review arrangements for first aid provision (including personal protective equipment, hand washing and hygiene and maintaining social distancing wherever possible) 
  • Remove/restrict touchpoints in staff areas where practical e.g. vending machines and other canteen equipment for general employee use
  • Manage breaks and welfare provision, including encouraging employees to bring in their own food & drink, cutlery etc. and not to leave the site to visit other premises during breaks
  • Provide adequate and suitable welfare facilities for employees and visiting drivers, including areas for safely changing and storing clothing and personal protective equipment. Where overalls and other personal protective equipment are provided, laundry arrangements and provision should be specifically reviewed
  • Ensure continued support (practical and well-being) for any employees who continue to work from home.

Further support can be found on our health & safety risk assessment, mental health in the workplace, safe systems of work, fire risk assessment and cyber security pages.

key card entry
  • Allow sufficient time in your planning to recommission previously shutdown machinery and plant in line with all standard operating procedures (SOPs) and manufacturers’ guidelines
  • Complete and reinstate any inspection, testing and maintenance procedures (including those of a statutory nature) that may have lapsed since the shutdown. Our equipment checklist may assist you, in addition to external guidance such as that provided by the HSE
  • Appoint competent persons to verify all systems are in service and functioning correctly, such as protection / detection systems, fire sprinkler and suppression systems, intruder alarm systems and CCTV.
  • Consider the need for activity specific training
  • Consider conflict resolution / management training to address potential customer challenges in implementing Covid-19 secure measures.

Further support can be found on our training page.

The risk management information and guidance provided herein is not intended to be advice for any specific requirements.

Readers should seek further advice when dealing with their individual and particular situations. Allianz Insurance plc shall have no liability for any action taken as a result of and in reliance on the information contained in this document. The information contained in this document is correct at date of going to print and may be subject to change at any time.  All rights reserved